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TITLE

 

Customer Success Consultant - APAC

COMPANY

 

Turnitin

LOCATION

 

Melbourne, AU

Description

Company Description

Turnitin is your partner in education with integrity. Turnitin’s originality checking and authorship investigation services ensure academic integrity, promote critical thinking, and help students improve their authentic writing. Turnitin provides instructors with the tools to prevent plagiarism, engage students in the writing process, and provide personalized feedback. Turnitin is used by more than 30 million students at 15,000 institutions in 140 countries. Turnitin is headquartered in Oakland, Calif., with international offices in Newcastle, U.K., Utrecht, Netherlands, Melbourne, Australia, Seoul, Korea and throughout Latin America.

Job Description

We are seeking a passionate education technology professional to engage and support our new existing users in Australia, New Zealand, Hong Kong and Korea. As a member of our dynamic Customer Success team you will help implement  academic integrity technology solutions at our client institutions - this includes delivery of adoption training, providing technical advice where appropriate and developing regional engagement initiatives for client community.

You'll be responsible for managing specific aspects of the customer relationship: 

  • Delivery of online and onsite product training to new and existing clients
  • Active development of the training packages including the creation, development, refining and review of face to face/remote learning sessions and e-learning tools.
  • Provide thought leadership and information sessions to customers to encourage use/adoption rates – both pre and post sale.
  • Support the development and delivery of the customer success strategy/customer experience framework – ensuring all members of the sales team understand the CS(Customer Success) team’s remit.
  • Act as liaison between customers and technical teams to inform users of product updates and improvements
  • With the Manager, Customer Success and Sales Director (APAC), implement regional strategies for customer engagement and market growth.
  • Partner cross-functionally with Sales, UX, Product Management, and Engineering in a highly flexible role
  • Establish materials and documentation to assist customers in understanding Turnitin solutions
  • Support the Sales team community members with any Product related queries that need specialist advice and oversight
  • Provide coaching for sales team members on demonstrations, training etc
  • The goal is a consistent, excellent experience with both the product and Turnitin.  

Qualifications

Required skills: 

  • 5+ years of experience in educational technology either as vendor account manager, technology specialist or trainer; additional experience in education as an instructional designer, educator, faculty training or technology staff will be highly regarded

  • Ability to collaborate with internal teams for the benefit of the customer

  • Proven capability in managing high level relationships within an institution or system

  • Ability to manage multiple projects concurrently

  • Deep organizational and project management skills for long-term, collaborative projects with institutions

  • Excellent written and verbal communication, and compelling presentation skills

  • Knowledge of learning management systems, higher education systems, secondary education curriculum, educational technology, and institutional sales will be highly regarded

  • Experience with third-party integrations strongly preferred

  • Ability to travel up to 30%

Personal attributes: 
  • Action-oriented mindset

  • Passion for education

  • Passion for excellent customer and user experience

  • Ability to work in a fast-paced environment, manage multiple priorities & projects

  • Ability to work independently and perform under pressure

  • Broad knowledge of online software and relevant technologies

  • Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners

Additional Information

Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment without regard to race, color, ancestry, national origin, age, gender, sexual orientation, gender identity, age, religion, creed, disability, medical condition, genetic information, marital or veterans status.

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